Customer Experience Team Lead
About the role
This role leads the US Customer Experience team within General Support, focusing on delivering a high-quality, consistent, and scalable customer experience. You will manage and develop a team of associates, drive performance through clear metrics like CSAT and NPS, and ensure day-to-day operations run smoothly.
Responsibilities
- Lead & Elevate the Customer Experience Team in the US
- Manage and develop a team of Customer Experience Associates, providing strategic guidance, coaching, and performance management to ensure high-quality engagement and long-term growth
- Support Customer Experience Performance & Operations
- Track and monitor key CX metrics (CSAT, NPS, response quality), using insights to identify trends and highlight opportunities for improvement across the customer journey
- Maintain visibility into day-to-day operations, ensuring strong coverage, timely responses, and a consistently high-quality customer experience
- Identify recurring themes and friction points in customer interactions, and contribute to actionable improvements in processes, workflows, and experience delivery
- Support Customer Insights & Experience Improvement
- Contribute to initiatives that improve customer satisfaction, onboarding, retention, and overall lifecycle experience
- Ensure customer feedback is consistently captured, organized, and shared with relevant stakeholders to support informed decision-making
- Handle Escalations & Experience Design
- Support US CX Operations & Growth
Requirements
We’re looking for someone with 3+ years of experience in customer experience, customer success, or support leadership roles, with a track record of managing and scaling high-performing teams. Exceptional communication skills, with the ability to influence stakeholders and represent the customer at all levels of the organization, are essential. Strong organizational skills, with experience managing multiple priorities, programs, and stakeholders simultaneously, are also required. Experience building and optimizing processes in fast-paced, scaling environments is beneficial. A deep understanding of customer needs and behaviors, with the ability to identify patterns and drive meaningful improvements, is crucial. Comfortable working with ambiguity and leading through change is important. Strong problem-solving skills with a focus on proactive, experience-driven solutions rather than reactive support are necessary. Experience with customer communication and collaboration tools such as Intercom, Slack, Notion, Jira, and Google Workspace, and familiarity with CX platforms, feedback tools, and CRM systems (Intercom preferred) is helpful.
Qualifications
Preferred qualifications include:
- Experience with customer communication and collaboration tools such as Intercom, Slack, Notion, Jira, and Google Workspace
- Familiarity with CX platforms, feedback tools, and CRM systems (Intercom preferred)
Benefits
We’re offering a salary of $92,800 - $98,500, plus participation in Strava's long-term incentive (stock) programs. Overview of our benefits is below:
- Flexible working – we typically spend 3 days a week together in the office.
- 25 days holiday, plus bank holidays
- Free Runna & Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for holiday presents!)
- Money every year to spend on gear, events and the gym!
- Health insurance (including Dental and Vision)
- Workplace 401K scheme.
- Modern Health is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress
- Carrot fertility support - this benefits provider can provide inclusive fertility, hormonal health, and family-forming benefits to our global employee population and takes the burden off what we know can be a stressful process.